Question 1

What is lil SOLID Ez?

Accepted Answer

lil SOLID Ez is a simple to use one-piece device to enjoy the best tobacco heating experience without the hassle of fire, ash and smoke. It heats tobacco from the inside by a stainless-steel pin for consistent tobacco experiences. With lil SOLID Ez you will enjoy: Consistent heated tobacco experiences, with 3 back-to-back consecutive uses Up to 25 experiences on a single charge* 5 minutes duration of one session Available in 5 new colours: &nbsp;white, blue, mint, rose gold and black. Learn more *Subject to battery performance degradation and conditions of use.

Question 2

What is the difference between Iil SOLID 2.0 and lil SOLID Ez?

Accepted Answer

lil SOLID Ez and lil SOLID 2.0 - are both alternatives to continued smoking. lil™ SOLID Ez is the next generation of lil™ SOLID 2.0 all-in-one tobacco heating device introduced by IQOS™ What’s new: Heating technology – resistive heating with a pin New device finishing – glossy finish New 5 colours: rose gold, mint, white, black and blue Smaller & lighter – 78.9 gr for lil SOLID Ez vs 98.8 gr for lil SOLID 2.0 4 new cap accessories for personalization: Stellar rose, stellar amber, stellar blue and stellar back. Now with a total portfolio of 9 coloured caps New additional cleaning tool – lil SOLID Cleaner Pro, for cleaning the cap and around the pin. Sold separately.

Question 3

What is the difference between lil SOLID Ez and IQOS ORIGINALS?

Accepted Answer

Both devices – lil SOLID Ez and IQOS ORIGINALS - are tobacco heating systems and heat tobacco from inside. However, there are some differences:&nbsp; td { border: 1px solid black; } IQOS ORIGINALS lil™ SOLID Ez&nbsp; Introduced by IQOS™ Iconic Simple and affordable Portfolio of devices & colours, stylish accessories to customize your device Simple & robust design, device in 5 colours & basic accessories Blade heating technology Pin-heating technology &nbsp;Up to 6 min or 14&nbsp;experiences&nbsp; Up to 5 min or 14 experiences&nbsp; With both technologies you can enjoy real tobacco without fire, smoke and ash. It is your own preferences, goals and budget that define your choice. Whether you choose lil™ SOLID Ez or IQOS ORIGINALS, they are both smoke-free products. They both are not risk-free and provide nicotine which is addictive.

Question 4

Where can I find the Iil SOLID Ez device number?

Accepted Answer

The serial number of lil SOLID Ez is displayed under the cap of the device.

Question 5

How to use lil SOLID Ez?

Accepted Answer

You receive the new device in sleep mode. To wake up the device, press the button for 2 seconds or connect the charger to the charging port. Once the device is activated, the Status LED blinks in ice blue for one second and vibration occurs twice, simultaneously. We recommend to fully charge your new Iil SOLID Ez device with the supplied AC Power Adaptor before using it. It takes up to 2 hours.&nbsp; Slide and open the cover of the stick insertion part at the top of the device and insert a tobacco stick with the tobacco part of the stick facing down. Press the stick until it touches the bottom of the stick insertion part.&nbsp; To start your device, press the button for 2 seconds until vibration occurs. Preheating will last for about 25 seconds. The duration time of the preheating process can vary according to the use environment. When the preheating process ends, the Status LED lights illuminate, and vibration occurs simultaneously. The stick is ready for use. Use: you have up to 14 experiences or 5 minutes, whichever comes first. To signal the last 30 seconds of the session or the last 3 experiences, whichever comes first, the device will vibrate once and the Status LED will blink in ice blue until the end of the session. At the end of the session, the Status LED and the device turn off automatically. You do not need to press the Button. Remove the tobacco stick after the end of the experience: Rotate the stick to one direction 3 times or more and pull the stick out of the device.&nbsp; Close the cover of the device to prevent any foreign particles from entering.

Question 6

How many consecutive uses can I have with lil SOLID Ez?

Accepted Answer

You may use the device up to 3 consecutive times without waiting time. After 3 consecutive uses (within 18 minutes) the device will cool down automatically. Please wait. It will take 3,5 minutes before you can use another tobacco stick.

Question 7

How to check my Iil SOLID is charged?&nbsp;

Accepted Answer

To check the charge level of lil SOLID Ez, short press the button or plug the device in a power outlet using the supplied USB Cable and AC Power Adaptor. The Status LED light will indicate the current charge level of your device. &nbsp; Although Iil™ SOLID device does not require a full charge to work, we recommend to fully charge it before the first use.

Question 8

How to reset lil SOLID Ez?

Accepted Answer

To reset your lil SOLID Ez, press the button for 8 seconds, even if vibration occurs within 2 seconds. The State LED will blink twice in red, orange, ice blue and blue, sequentially.&nbsp; The device is completely reset when the State LED lights blinks in ice blue for 1 second, and vibration occurs twice, simultaneously.

Question 9

How to clean lil SOLID Ez?

Accepted Answer

It is important to keep your device clean from any foreign particles, remnants or dust. For this, please, keep the lid closed at any time after the use. For optimal experience, clean your device after every 20 uses. You can clean your lil SOLID Ez in three ways: with a Dual Cleaner (comes with the device), by cleaning with heat* or with a lil SOLID Cleaner Pro (sold separately)&nbsp; Cleaning with the Dual Cleaner: To use the Cleaning Wiper, gently snap open the side with the ⊙ &nbsp;(circle) mark.&nbsp; To use the Cleaning Brush, gently snap open the side with the &nbsp;(multiple dots) mark. Remove the cap from the cooled device and insert the Cleaning Wiper into the heating chamber and clean by spinning the wiper. Insert the Cleaning Brush into the heating chamber and clean by spinning the brush. Cleaning with Heat*: To clean with heat, quickly press the button 5 times (within 2 seconds). &nbsp;The State LED will blink orange for 90 seconds and the cleaning process happens automatically When the cleaning process ends, the State LED automatically goes OFF, and vibration occurs 2 times * Cleaning with heat means heating the remnants stuck to the heater. The heater can get very hot, so do not let anything come into contact with the heater during or immediately after cleaning with heat. Cleaning with lil SOLID Cleaner Pro: This new cleaning tool is efficient to remove hard tobacco residue that cumulate around the pin and inside the cap It also allows to restore the delivery of aerosol like a new device.&nbsp; Use the cleaning wiper (the side with the “hole”) to clean around the pin: 1.&nbsp;&nbsp; &nbsp;remove the cap 2.&nbsp;&nbsp; &nbsp;insert the cleaning wiper in the heating chamber 3.&nbsp;&nbsp; &nbsp;rotate several times to remove the crust. Use the cleaning “brush” (the side with the protruding pin) to clean the cap:&nbsp; 1.&nbsp;&nbsp; &nbsp;insert the cleaning tool from the bottom of the cap 2.&nbsp;&nbsp; &nbsp;rotate several times To reduce residual tobacco after removing hard particles, use the cleaning sticks.

Question 10

What do the lights on my Iil SOLID Ez mean?

Accepted Answer

Solid red light for 2 sec with two vibrations -> low battery Please charge your device Red light blinks 5 times -> device malfunciton Reset the device by pressing the button for 8 seconds, even if vibration occurs within 2 seconds.&nbsp; Orange light blinks 3 times -> device needs to cool down or exceeds operating temperature range After 3 consecutive uses (within 18 minutes) - an orange light indicates that the device needs to cool down. The device will be put in the cool down mode automatically. Please wait. It will take 3,5 minutes before you can use another stick. It could also indicate that the temperature has gone beyond the operating temperature 0~40℃.&nbsp; Orange light blinks 2 times -> liquid ingression Please do not use the device and dry it until the light stops blinking. If the light does not stop blinking, please, contact us at Customer Support Center [1800883858] or visit us at the nearest IQOS store.&nbsp; Blinking green light and device not responding -> device in updating mode To interrupt the update process, disconnect the device from the power source Charging lights:&nbsp;

Question 11

The device produces a lingering smell

Accepted Answer

The lingering smell most probably comes from the non-regular or non-thorough cleaning. We recommend cleaning the device on a regular basis. If you continue to use the device without removing the debris or remnants, the device can heat up the remnants, which can produce the lingering smell. Learn more

Question 12

What should I do when my Iil SOLID Ez device is not working after a long period of inactivity?

Accepted Answer

If you have not used the device for a long period of time, please ensure there is no visible damage present and then, try to charge it fully before attempting to turn it on.&nbsp; To conserve battery life, the device will return to sleep mode:&nbsp; 1.&nbsp;&nbsp; &nbsp;if it is not charged for 24 hours when the Status LED light is red 2.&nbsp;&nbsp; &nbsp;if it is not used for 7 days when the Status LED light is orange, ice blue, or blue Please note, when you start charging the battery after a long period of inactivity, i.e. when your battery has been completely depleted, the charging lights may not appear right away. This is a normal process.&nbsp; If the charging does not happen, please, contact our Customer Support via: phone: 1800883858 e-mail: contact.my@iqos.com &nbsp;

Question 13

What should I do if there are no lights on my Iil SOLID Ez device during charging?

Accepted Answer

For optimal charge, use a supplied AC Power Adaptor and Charging cable. Please ensure you use the right charging method. We recommend charging only with the USB Cable and AC Power Adaptor designed for lil™ SOLID. Only 5V 2A chargers will support optimal charging. If you use other types of chargers, such as smartphone chargers, car phone chargers, or portable power banks, may cause low charge efficiency or reduced battery life. Foreign particles may cause poor connectivity between the device and the AC Power Adaptor. To ensure the connectivity between the USB connections, please, ensure that they are clean both on the device and the AC Power Adaptor. Learn more

Question 14

Low or no aerosol&nbsp;

Accepted Answer

If you experience that you only get a little bit of aerosol compared to your previous experiences, please ensure you check the following: •&nbsp;&nbsp; &nbsp;Check if there are any remnants inside the stick insertion part. Remove the remnants by pulling the cap out of the device, install the cap back and try the new stick. •&nbsp;&nbsp; &nbsp;You allow the device to pre-heat for about 25 seconds prior to using&nbsp;Learn more •&nbsp;&nbsp; &nbsp;You clean your lil™ SOLID Ez regularly (every 20 sticks) Learn more •&nbsp;&nbsp; &nbsp;You pause between uses to allow the pin to properly heat the tobacco and generate aerosol You can also bring your Iil SOLID Ez into your nearest IQOS store for a free Complete Service periodically. Learn more on iqos.com

Question 15

What is Complete service for lil SOLID Ez device?

Accepted Answer

A comprehensive professional lil device maintenance service performed in IQOS store by our experts. Every check-up is carried out to help you to keep the lil device in optimal condition for longer and to ensure a satisfying lil experience. This service is free of charge. What services are included Complete service?&nbsp; td { border: 1px solid black; } RTD (Resistance to draw) machine test* Test for device capability to deliver the aerosol with each puff. Professional device cleaning Cleaning of the device, including the pin and the cap, remove any tobacco residue to improve the airflow and heating process for an optimal smoke-free experience. Cap replacement As a complementary service, if the device cap is worn, the cap will be cleaned or replaced for free.

Question 16

Can I still get support for Iil SOLID 2.0 even if it is discontinued?

Accepted Answer

Yes, you can still get support, even if the device is discontinued, according to the warranty terms and local regulations. Also, replacement of device will still be available if the device is still under warranty.&nbsp;

Question 17

Will you continue to sell lil SOLID 2.0 accessories?

Accepted Answer

You can still purchase the accessories for Iil SOLID 2.0 Learn more

Question 18

How much does Iil SOLID Ez cost?&nbsp;

Accepted Answer

lil SOLID Ez is priced at RM99.

Question 19

Can I order over the phone?

Accepted Answer

Yes, you can order via IQOS hotline number at 1800 88 3858.

Question 20

Does my device have a warranty?

Accepted Answer

Yes, you will get 12 months warranty for any registered device.

Question 21

My order was damaged during the delivery. What should I do?

Accepted Answer

You may contact us via phone at 1800 88 3858, email, livechat or our social media page.&nbsp; Refer here: https://malaysia.iqos.com/en/contact-us

Question 22

Can I send my order to another address?

Accepted Answer

Yes, you can send your order to another address provided that the recipient is an individual aged 18 and over to accept delivery of the order.

Question 23

How long will it take to get my device?

Accepted Answer

You will received your IQOS/lil device within 2-5 business days.

Question 24

How can I modify my order?

Accepted Answer

You may contact our IQOS Care team via phone at 1800 88 3858, email or livechat or our social media page. Refer here: https://malaysia.iqos.com/en/contact-us

Question 25

How do I track my order?

Accepted Answer

You can track your order via City-Link Express Malaysia Website: http://www.citylinkexpress.com/MY/Reference.aspx

1) When your order is placed on my.iqos.com and payment is completed, a confirmation e-mail with the tracking code will be sent to you. You can use the tracking code to check the status of your order.

2) When your order has been packed and dispatched, Citylink will contact you on your mobile number that you have registered with us to inform you of the date and time of delivery.

3) On the day of your delivery, the Citylink dispatch will contact you on your mobile number that you have registered with us to inform you of his time of arrival.

Question 26

What options do I have for delivery?

Accepted Answer

We provide standard delivery service which will be fulfilled by our delivery partner; City-Link Express Malaysia.

Question 27

How much does the delivery cost?

Accepted Answer

You can enjoy free delivery for all kits purchases on our website.

Question 28

Which payment methods are available?

Accepted Answer

Currently, we accept payments via: Credit / Debit Card Online Banking eWallet (Boost, Grab, MAE, T&G) When does my credit card get charged? Your card will be changed once the payment is successful.

Question 29

Can I still replace a faulty lil SOLID 2.0?

Accepted Answer

Yes, you can replace your faulty registered device as long it is within the 12 months warranty period.

Question 30

How do you use my personal information?

Accepted Answer

Disclaimer: To the extent that in the Website we collect any personal information about you, we will collect and process it in accordance with our Privacy Notice. Please read it to find out more about what personal information we collect about you, how we use it, with whom we share it, how we protect it, your rights and how you can exercise them. This Website also uses cookies and similar technologies to collect certain visitor information automatically. To learn more about such technologies (including Google analytics cookies), how we use them, and how you can accept or refuse them, please see our Cookie Notice. You should review our Privacy Noticeand Cookie Notice before using the Website and, like these Terms, we may change them at any time. If I have any further questions, who should I contact? You may contact our IQOS Care team to register your device via phone at 1800 88 3858, email, livechat or our social media page. Refer here: https://malaysia.iqos.com/en/contact-us&nbsp;

Question 31

How can I easily register my IQOS device?

Accepted Answer

You may login to your IQOS profile to register your device: Select My Account &nbsp;> My Devices > Add Device > You can key in your device serial number. Alternatively, you may contact our IQOS Care team to register your device via phone at 1800 88 3858, email, livechat or our social media page.&nbsp; Refer here https://malaysia.iqos.com/en/contact-us&nbsp;

Question 32

How to unsubscribe from the distribution list for commercial offers?

Accepted Answer

You may unsubscribe from our marketing / commercial email distribution list from below: (i) Click "Unsubscribe" from our marketing distribution email received (ii) Login to your profile via IQOS.com and perform the following:&nbsp; IQOS profile > Select My Account > Update your Communication Options to stop receiving our commercial offers. (iii) You may also walk in to our IQOS Authorised Center or contact our IQOS Care team to delete your regitered profile via phone at 1800 88 3858, email, livechat or our social media page. Refer here: https://malaysia.iqos.com/en/contact-us

Question 33

How can I delete my profile?

Accepted Answer

You may walk in to our IQOS Authorised Center or contact our IQOS Care team to delete your regitered profile via phone at 1800 88 3858, email, livechat or our social media page.&nbsp; Refer here https://malaysia.iqos.com/en/contact-us

Question 34

Account name/password forgotten?

Accepted Answer

Please visit malaysia.iqos.com and click on forgot password, followed by entering your login email.

Question 35

How to change my password/email?

Accepted Answer

You may login to your IQOS profile > Select My Account &nbsp;> Update your email Alternatively, you may contact our IQOS Care team to register your device via phone at 1800 88 3858, email, livechat or our social media page.&nbsp; Refer here https://malaysia.iqos.com/en/contact-us

Question 36

Why do I need to validate my age?

Accepted Answer

Our products are only intended to be used by legal age smokers or adults who would otherwise continue to smoke. You must be 18 years old and above to purchase and/or use our devices.

Question 37

What are the benefits of registration?

Accepted Answer

Register your device to enjoy the following benefits: Earn up to RM328 when you successfully refer your friends to IQOS or lil SOLID Ez Birthday voucher Special rebates for a brand-new device either as an upgrade or as a spare device Device warranty Device rapid replacement within 24 hours

Question 38

My order was incorrect. Who should I contact?

Accepted Answer

You may contact our IQOS Care team via phone at 1800 88 3858, email or livechat or our social media page. Refer here: https://malaysia.iqos.com/en/contact-us

Question 39

I've changed my mind, can I modify or cancel my order?

Accepted Answer

You may contact our IQOS Care team via phone at 1800 88 3858, email or livechat or our social media page.&nbsp; Refer here: https://malaysia.iqos.com/en/contact-us

Question 40

I've lost my purchase receipt - can I still get a refund or return my item?

Accepted Answer

You may contact our IQOS Care team via phone at 1800 88 3858, email or ivechlat or our social media page.&nbsp; Refer here: https://malaysia.iqos.com/en/contact-us

Question 41

How long does the refund take?

Accepted Answer

Eligible refund takes around 14 - 30 business days.

Question 42

Can I return my online order in-store?

Accepted Answer

No, you will need to contact our IQOS care team to return the order.

Question 43

How do I return my order?

Accepted Answer

You may contact our IQOS Care team via phone at 1800 88 3858, email or livechat or our social media page.&nbsp; Refer here: https://malaysia.iqos.com/en/contact-us

Question 44

If I have any questions, who should I contact?

Accepted Answer

You may contact our IQOS Care team via phone at 1800 88 3858, email or livechat or our social media page.&nbsp; Refer here: https://malaysia.iqos.com/en/contact-us

Question 45

How can I claim the warranty?

Accepted Answer

You may walk in to any of our IQOS Authorized Center or contact IQOS care team via phone at 1800 88 3858, livechat or email us via contact.my@iqos.com.

Question 46

How long does my warranty last?

Accepted Answer

12 months from the purchased date.

ILLUMINATE YOUR WORLD

Discover lil SOLID Ez

ILLUMINATE YOUR WORLD

Upgrade with Trade-In